What customers want
Customers want kind and honest staff over product experts.
They want convenience – best product in the shortest time possible.
Value for money – customers want a product that is value for money, if it is not then there is a high chance that they will never buy it again.
Knowledgeable staffs that can help them choose the most suitable product.
No time wasting – means no long lines and long waits.
Clean and fresh environment – staff dressed nicely, workplace is clean and tidy.
Customers want to feel important – they want to feel like the company needs them.
They want staff that can listen to their problems and help them however they can.
Customers do not like to hear no from the staff
Less problems as possible
Calls to be answered without a lot of wait.
Speak to real people not just voice recordings.
Promises that are kept and not forgotten – if a promise if broken that can effect on the customers trust
Be as helpful as you can and give more effort than expected
Identify and anticipate needs – find out the customers problems and try to solve it for them, before they ask
How to improve customer service
Surveys – see how the customers feel about the service and where it needs improvement
Comment cards – this will show employees, customers and competitors that you are intending to improve
Talk with your employees – they are the people closest to your customers, use their experiences to gain better customer service. Make sure they are as attentive as they can be.
Understand your customers – take the time to just observe your customers. Do they look happy or annoyed? Do they continually look at their watch, like they do not want to be there?
Create a Customer service law – this is a law to make the customer the number one priority. All staff must make the customer feel this way.
Communicate- the most important aspect to customer service is communication between the organisations. Good communication means a good, efficient organisation. This will improve the customer service and make them feel more organised.
Training – provide customer service training for your employees. Teach them how to approach customer without being annoying, help customers and treat customers.
Initiative – give employees some initiative and teach them how to solve problems without asking the supervisor. This saves time for the customer and the organisation.
Thank you cards – give customers thanks you cards and letters to show your appreciation